No Alert When Customer Hangup

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No Alert When Customer Hangup

Postby medk » Thu Oct 04, 2018 8:07 am

Hello,

I installed VICIbox 8.1.1 with VICIdial 2.14-692a. It works well, except when the customer hangup, the agent is never notified.
I'm using the manual dial method.

I can make changes to PHP files if there is no option via the Admin interface.

Thanks.
VICIbox 8.1.1
OpenSuSE Leap v.42.3 64-bit
Kernel v.4.4.155
Asterisk v.13.21.1-vici
DAHDI v.2.11.1
LibPRI v.1.6.0
Amfletec VoiceSync v.1.3.8
OpenR2 v.1.3.3 for MFC/R2 support
ViciDial SVN v.2.14-689a build 180922-0958 revision 3035
medk
 
Posts: 22
Joined: Thu Sep 15, 2016 7:02 am

Re: No Alert When Customer Hangup

Postby dspaan » Thu Oct 04, 2018 8:51 am

What do you mean the agent is never notified? Please provide a better description.

This thread should be in the vicidial support forum, it's not a vicibox issue.
Regards, Dennis

Vicibox 8.0.1
Version: 2.14b0.5
SVN Version: 2951
DB Schema Version: 1540
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Re: No Alert When Customer Hangup

Postby medk » Thu Oct 04, 2018 11:03 am

Sorry for being late,

With GoAutodial 3.3, while being on a call with a customer there is a green bold text "LIVE CALL", when the customer hangup, it become a red bold text "CALL HANGUP" with a beep to notify the agent that the call got ended (typically by the customer)

Now, with VICIbox, it remains "LIVE CALL" and no beep is played when the customer hang up the call.

The two below images illustrate the case when in both cases the call was hang up.

GoAutodial 3.3
Image

VICIbox 8.1.1
Image
VICIbox 8.1.1
OpenSuSE Leap v.42.3 64-bit
Kernel v.4.4.155
Asterisk v.13.21.1-vici
DAHDI v.2.11.1
LibPRI v.1.6.0
Amfletec VoiceSync v.1.3.8
OpenR2 v.1.3.3 for MFC/R2 support
ViciDial SVN v.2.14-689a build 180922-0958 revision 3035
medk
 
Posts: 22
Joined: Thu Sep 15, 2016 7:02 am

Re: No Alert When Customer Hangup

Postby dspaan » Thu Oct 04, 2018 2:04 pm

Vicibox 8.1.1 is very new, it was released last week and might still have bugs but i believe this is something else. I've seen this problem before. Do you see anything in the console when this happens? Maybe you should run the server update IP script to make sure the correct IP is set everywhere.
Regards, Dennis

Vicibox 8.0.1
Version: 2.14b0.5
SVN Version: 2951
DB Schema Version: 1540
dspaan
 
Posts: 1046
Joined: Fri Aug 21, 2009 1:40 pm
Location: The Netherlands

Re: No Alert When Customer Hangup

Postby medk » Fri Oct 05, 2018 4:58 am

I tried with:
1 - /usr/share/astguiclient/ADMIN_update_server_ip.pl
2 - interactive mode
3 - old ip Y
4 - new ip Y (the same)
SERVER IP ADDRESS CHANGE FOR VICIDIAL FINISHED!

Now I will wait and see if this will be fixed.
Thanks!
VICIbox 8.1.1
OpenSuSE Leap v.42.3 64-bit
Kernel v.4.4.155
Asterisk v.13.21.1-vici
DAHDI v.2.11.1
LibPRI v.1.6.0
Amfletec VoiceSync v.1.3.8
OpenR2 v.1.3.3 for MFC/R2 support
ViciDial SVN v.2.14-689a build 180922-0958 revision 3035
medk
 
Posts: 22
Joined: Thu Sep 15, 2016 7:02 am

Re: No Alert When Customer Hangup

Postby medk » Mon Oct 08, 2018 3:42 am

Hello,

The prevous method I posted didn't solve the problem.
VICIbox 8.1.1
OpenSuSE Leap v.42.3 64-bit
Kernel v.4.4.155
Asterisk v.13.21.1-vici
DAHDI v.2.11.1
LibPRI v.1.6.0
Amfletec VoiceSync v.1.3.8
OpenR2 v.1.3.3 for MFC/R2 support
ViciDial SVN v.2.14-689a build 180922-0958 revision 3035
medk
 
Posts: 22
Joined: Thu Sep 15, 2016 7:02 am

Re: No Alert When Customer Hangup

Postby dspaan » Mon Oct 08, 2018 4:33 am

I remember now what's causing this. You have to go to Reports>scroll to the bottom and click the + symbol behind Server. It will show the time of the server, the PHP time and the database time. All 3 have to be the same!

Here are some tips how to set the correct time: https://striker24x7.blogspot.com/2012/1 ... idial.html
Regards, Dennis

Vicibox 8.0.1
Version: 2.14b0.5
SVN Version: 2951
DB Schema Version: 1540
dspaan
 
Posts: 1046
Joined: Fri Aug 21, 2009 1:40 pm
Location: The Netherlands

Re: No Alert When Customer Hangup

Postby medk » Thu Oct 11, 2018 5:30 am

I have 1 carrier provider and 2 servers, the first with GoAutodial, il handles everything well, the second with VICIbox it show a WARNING with every call:
func_hangupcause.c:140 hangupcause_read: Unable to find information for channel
VICIbox 8.1.1
OpenSuSE Leap v.42.3 64-bit
Kernel v.4.4.155
Asterisk v.13.21.1-vici
DAHDI v.2.11.1
LibPRI v.1.6.0
Amfletec VoiceSync v.1.3.8
OpenR2 v.1.3.3 for MFC/R2 support
ViciDial SVN v.2.14-689a build 180922-0958 revision 3035
medk
 
Posts: 22
Joined: Thu Sep 15, 2016 7:02 am

Re: No Alert When Customer Hangup

Postby dspaan » Thu Oct 11, 2018 5:32 am

What does it have to do with this thread?
Regards, Dennis

Vicibox 8.0.1
Version: 2.14b0.5
SVN Version: 2951
DB Schema Version: 1540
dspaan
 
Posts: 1046
Joined: Fri Aug 21, 2009 1:40 pm
Location: The Netherlands

Re: No Alert When Customer Hangup

Postby medk » Thu Oct 11, 2018 5:46 am

dspaan wrote:What does it have to do with this thread?


Please read the title and the first post:

When the customer hangup the call, the agent keeps talking witout being notified than the call was ended and the agent interface kepps showing LIVE CALL instead of CALL HANGUP
VICIbox 8.1.1
OpenSuSE Leap v.42.3 64-bit
Kernel v.4.4.155
Asterisk v.13.21.1-vici
DAHDI v.2.11.1
LibPRI v.1.6.0
Amfletec VoiceSync v.1.3.8
OpenR2 v.1.3.3 for MFC/R2 support
ViciDial SVN v.2.14-689a build 180922-0958 revision 3035
medk
 
Posts: 22
Joined: Thu Sep 15, 2016 7:02 am

Re: No Alert When Customer Hangup

Postby dspaan » Thu Oct 11, 2018 5:54 am

At 08 Oct 2018 11:33 i posted a possible solution, did you check that?
Regards, Dennis

Vicibox 8.0.1
Version: 2.14b0.5
SVN Version: 2951
DB Schema Version: 1540
dspaan
 
Posts: 1046
Joined: Fri Aug 21, 2009 1:40 pm
Location: The Netherlands

Re: No Alert When Customer Hangup

Postby medk » Thu Oct 11, 2018 6:04 am

dspaan wrote:At 08 Oct 2018 11:33 i posted a possible solution, did you check that?


Yes for sure, all three times are identical, so that's not a possible cause in this case.
VICIbox 8.1.1
OpenSuSE Leap v.42.3 64-bit
Kernel v.4.4.155
Asterisk v.13.21.1-vici
DAHDI v.2.11.1
LibPRI v.1.6.0
Amfletec VoiceSync v.1.3.8
OpenR2 v.1.3.3 for MFC/R2 support
ViciDial SVN v.2.14-689a build 180922-0958 revision 3035
medk
 
Posts: 22
Joined: Thu Sep 15, 2016 7:02 am

Re: No Alert When Customer Hangup

Postby dspaan » Thu Oct 11, 2018 6:08 am

Can you post the output of the CLI when a call is hungup?
Regards, Dennis

Vicibox 8.0.1
Version: 2.14b0.5
SVN Version: 2951
DB Schema Version: 1540
dspaan
 
Posts: 1046
Joined: Fri Aug 21, 2009 1:40 pm
Location: The Netherlands

Re: No Alert When Customer Hangup

Postby medk » Thu Oct 11, 2018 7:30 am

dspaan wrote:Can you post the output of the CLI when a call is hungup?


I just replaced the IP address with xxx.xxx.xxx.xxx in this example:

Code: Select all
[Oct 11 14:26:51] WARNING[753][C-00010685]: func_hangupcause.c:140 hangupcause_read: Unable to find information for channel
[Oct 11 14:26:51]     -- Executing [h@default:1] AGI("Local/8600065@default-00008055;2", "agi://127.0.0.1:4577/call_log--HVcauses--PRI-----NODEBUG-----0--------------------)") in new stack
[Oct 11 14:26:51]     -- <Local/8600065@default-00008055;2>AGI Script agi://127.0.0.1:4577/call_log--HVcauses--PRI-----NODEBUG-----0--------------------) completed, returning 0
[Oct 11 14:26:51]   == Manager 'sendcron' logged on from 127.0.0.1
[Oct 11 14:26:51] NOTICE[1010]: manager.c:4366 action_hangup: Request to hangup non-existent channel: Local/8600065@default-00008055;2
[Oct 11 14:26:52]   == Manager 'sendcron' logged on from 127.0.0.1
[Oct 11 14:26:52]     -- Manager 'sendcron' from 127.0.0.1, hanging up channel: Local/8600058@default-00008058;1
[Oct 11 14:26:52]     -- Channel Local/8600058@default-00008058;1 left 'simple_bridge' basic-bridge <111a5bdd-00e3-4850-b31a-20b82a31e73f>
[Oct 11 14:26:52]     -- Channel SIP/1002-00006e01 left 'simple_bridge' basic-bridge <111a5bdd-00e3-4850-b31a-20b82a31e73f>
[Oct 11 14:26:52]   == Spawn extension (default, 0797801156, 2) exited non-zero on 'Local/8600058@default-00008058;1'
[Oct 11 14:26:52]     -- Executing [h@default:1] AGI("Local/8600058@default-00008058;1", "agi://127.0.0.1:4577/call_log--HVcauses--PRI-----NODEBUG-----16-----ANSWER-----27-----27-----SIP 200 OK)") in new stack
[Oct 11 14:26:52]     -- <Local/8600058@default-00008058;1>AGI Script agi://127.0.0.1:4577/call_log--HVcauses--PRI-----NODEBUG-----16-----ANSWER-----27-----27-----SIP 200 OK) completed, returning 0
[Oct 11 14:26:52]   == Spawn extension (default, 8600058, 1) exited non-zero on 'Local/8600058@default-00008058;2'
[Oct 11 14:26:52] WARNING[785][C-0001068b]: func_hangupcause.c:140 hangupcause_read: Unable to find information for channel
[Oct 11 14:26:52]     -- Executing [h@default:1] AGI("Local/8600058@default-00008058;2", "agi://127.0.0.1:4577/call_log--HVcauses--PRI-----NODEBUG-----16--------------------)") in new stack
[Oct 11 14:26:52]     -- <Local/8600058@default-00008058;2>AGI Script agi://127.0.0.1:4577/call_log--HVcauses--PRI-----NODEBUG-----16--------------------) completed, returning 0
[Oct 11 14:26:52]   == Manager 'sendcron' logged on from 127.0.0.1
[Oct 11 14:26:52] NOTICE[1017]: manager.c:4366 action_hangup: Request to hangup non-existent channel: Local/8600058@default-00008058;2
[Oct 11 14:26:52]   == Manager 'sendcron' logged off from 127.0.0.1
[Oct 11 14:26:52]        > 0x7fbcb405d460 -- Strict RTP learning after remote address set to: xxx.xxx.xxx.xxx:13522
[Oct 11 14:26:52]     -- SIP/1002-00006e13 is making progress passing it to Local/8600074@default-00008068;1
[Oct 11 14:26:52]        > 0x7fbcb405d460 -- Strict RTP switching to RTP target address xxx.xxx.xxx.xxx:13522 as source
[Oct 11 14:26:52]   == Manager 'sendcron' logged on from 127.0.0.1
[Oct 11 14:26:52]     -- Manager 'sendcron' from 127.0.0.1, hanging up channel: Local/8600066@default-00008053;2
[Oct 11 14:26:52]   == Spawn extension (default, 8600066, 1) exited non-zero on 'Local/8600066@default-00008053;2'
[Oct 11 14:26:52] WARNING[740][C-00010681]: func_hangupcause.c:140 hangupcause_read: Unable to find information for channel
[Oct 11 14:26:52]     -- Executing [h@default:1] AGI("Local/8600066@default-00008053;2", "agi://127.0.0.1:4577/call_log--HVcauses--PRI-----NODEBUG-----0--------------------)") in new stack
[Oct 11 14:26:52]     -- <Local/8600066@default-00008053;2>AGI Script agi://127.0.0.1:4577/call_log--HVcauses--PRI-----NODEBUG-----0--------------------) completed, returning 0
[Oct 11 14:26:52]     -- Channel Local/8600066@default-00008053;1 left 'simple_bridge' basic-bridge <3868eae0-2a85-4580-ba56-a53dcf4d78de>
[Oct 11 14:26:52]     -- Channel SIP/1002-00006dfc left 'simple_bridge' basic-bridge <3868eae0-2a85-4580-ba56-a53dcf4d78de>
[Oct 11 14:26:52]   == Spawn extension (default, 0768225215, 2) exited non-zero on 'Local/8600066@default-00008053;1'
[Oct 11 14:26:52]     -- Executing [h@default:1] AGI("Local/8600066@default-00008053;1", "agi://127.0.0.1:4577/call_log--HVcauses--PRI-----NODEBUG-----16-----ANSWER-----32-----32-----SIP 200 OK)") in new stack
[Oct 11 14:26:52]     -- <Local/8600066@default-00008053;1>AGI Script agi://127.0.0.1:4577/call_log--HVcauses--PRI-----NODEBUG-----16-----ANSWER-----32-----32-----SIP 200 OK) completed, returning 0
[Oct 11 14:26:52]   == Manager 'sendcron' logged on from 127.0.0.1
[Oct 11 14:26:52] NOTICE[1024]: manager.c:4366 action_hangup: Request to hangup non-existent channel: Local/8600066@default-00008053;2
[Oct 11 14:26:52]   == Manager 'sendcron' logged off from 127.0.0.1
VICIbox 8.1.1
OpenSuSE Leap v.42.3 64-bit
Kernel v.4.4.155
Asterisk v.13.21.1-vici
DAHDI v.2.11.1
LibPRI v.1.6.0
Amfletec VoiceSync v.1.3.8
OpenR2 v.1.3.3 for MFC/R2 support
ViciDial SVN v.2.14-689a build 180922-0958 revision 3035
medk
 
Posts: 22
Joined: Thu Sep 15, 2016 7:02 am

Re: No Alert When Customer Hangup

Postby dspaan » Fri Oct 12, 2018 3:55 am

I don't see anything other then the error you already mentioned. What kind of phones are you using? When i lookup that error i find threads about WebRTC.
Regards, Dennis

Vicibox 8.0.1
Version: 2.14b0.5
SVN Version: 2951
DB Schema Version: 1540
dspaan
 
Posts: 1046
Joined: Fri Aug 21, 2009 1:40 pm
Location: The Netherlands

Re: No Alert When Customer Hangup

Postby medk » Fri Oct 12, 2018 3:59 am

dspaan wrote:I don't see anything other then the error you already mentioned. What kind of phones are you using? When i lookup that error i find threads about WebRTC.


We are using EyeBeam
VICIbox 8.1.1
OpenSuSE Leap v.42.3 64-bit
Kernel v.4.4.155
Asterisk v.13.21.1-vici
DAHDI v.2.11.1
LibPRI v.1.6.0
Amfletec VoiceSync v.1.3.8
OpenR2 v.1.3.3 for MFC/R2 support
ViciDial SVN v.2.14-689a build 180922-0958 revision 3035
medk
 
Posts: 22
Joined: Thu Sep 15, 2016 7:02 am

Re: No Alert When Customer Hangup

Postby dspaan » Fri Oct 12, 2018 4:03 am

Are you using SSL?

I would recommend testing with an older vicibox version, for instance vicibox 8 and see if you have this problem.
Regards, Dennis

Vicibox 8.0.1
Version: 2.14b0.5
SVN Version: 2951
DB Schema Version: 1540
dspaan
 
Posts: 1046
Joined: Fri Aug 21, 2009 1:40 pm
Location: The Netherlands

Re: No Alert When Customer Hangup

Postby medk » Fri Oct 12, 2018 4:39 am

dspaan wrote:Are you using SSL?

I would recommend testing with an older vicibox version, for instance vicibox 8 and see if you have this problem.


Not using SSL, and for an older version it's gonna be a real pain to reinstall the whole server, configuring it and adding users/phones/statuses/lists/campains... so please skip this one :|
VICIbox 8.1.1
OpenSuSE Leap v.42.3 64-bit
Kernel v.4.4.155
Asterisk v.13.21.1-vici
DAHDI v.2.11.1
LibPRI v.1.6.0
Amfletec VoiceSync v.1.3.8
OpenR2 v.1.3.3 for MFC/R2 support
ViciDial SVN v.2.14-689a build 180922-0958 revision 3035
medk
 
Posts: 22
Joined: Thu Sep 15, 2016 7:02 am

Re: No Alert When Customer Hangup

Postby dspaan » Fri Oct 12, 2018 6:01 am

You can use a virtual machine, just create 1 agent, 1 campaign, 1 extension, 1 trunk. Troubleshooting an issue like this can take way more time then just starting with a clean system.

If you want to do deeper troubleshooting you could also use this: https://github.com/irontec/sngrep/wiki
Make sure you use this command in the linux commandline and not in the Asterisk CLI.

And if you're still stuck just contact the vicidial support team.
Regards, Dennis

Vicibox 8.0.1
Version: 2.14b0.5
SVN Version: 2951
DB Schema Version: 1540
dspaan
 
Posts: 1046
Joined: Fri Aug 21, 2009 1:40 pm
Location: The Netherlands

Re: No Alert When Customer Hangup

Postby medk » Fri Oct 12, 2018 7:22 am

dspaan wrote:You can use a virtual machine, just create 1 agent, 1 campaign, 1 extension, 1 trunk. Troubleshooting an issue like this can take way more time then just starting with a clean system.

If you want to do deeper troubleshooting you could also use this: https://github.com/irontec/sngrep/wiki
Make sure you use this command in the linux commandline and not in the Asterisk CLI.

And if you're still stuck just contact the vicidial support team.



Thanks for your help! I will try and tell you.
VICIbox 8.1.1
OpenSuSE Leap v.42.3 64-bit
Kernel v.4.4.155
Asterisk v.13.21.1-vici
DAHDI v.2.11.1
LibPRI v.1.6.0
Amfletec VoiceSync v.1.3.8
OpenR2 v.1.3.3 for MFC/R2 support
ViciDial SVN v.2.14-689a build 180922-0958 revision 3035
medk
 
Posts: 22
Joined: Thu Sep 15, 2016 7:02 am

Re: No Alert When Customer Hangup

Postby williamconley » Mon Oct 22, 2018 7:24 pm

Moved to Support.

Please verify the Asterisk version in all places you can find it. Post the results of each.

/etc/astguiclient.conf (in the file)

admin->servers (in the field)

asterisk -V (results from the command)

Sounds like you have a minor compatibility issue where the system is issuing the wrong command to accomplish a task.

Did you bring over your old DB from the prior system? If so, your admin->servers record for this new server is likely very wrong. Check every field and make any necessary changes. You may also need to make some changes under admin->System Settings.

Also post the result of "screen -list".
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